SmartFall Docs
User guide

Troubleshooting Guide

Connectivity Issues

Device Won't Connect to Phone

Problem: The SmartFall device won't pair with your phone via Bluetooth.

Solutions:

  1. Restart Both Devices

    • Turn off your phone completely and turn it back on
    • Restart the SmartFall device (hold power button for 10 seconds)
    • Wait 30 seconds, then try pairing again

  2. Check Bluetooth Settings

    • Go to Settings > Bluetooth
    • Toggle Bluetooth off, wait 5 seconds, turn it back on
    • Ensure SmartFall is in pairing mode (LED should be flashing blue)

  3. Clear Previous Pairings

    • In Bluetooth settings, find "SmartFall" and select "Forget"
    • Restart the device
    • Search for new devices and pair again

  4. Check for Interference

    • Move away from WiFi routers and microwaves
    • Keep devices within 10 meters of each other
    • Remove metal objects between device and phone

  5. Update the App

    • Go to App Store/Google Play
    • Update SmartFall to the latest version
    • Restart and try pairing again

If problems persist: Contact support@smartfall.app with your device serial number.

No Internet Connection

Problem: The app can't connect to the internet.

Solutions:

  1. Check WiFi/Mobile Data

    • Ensure WiFi or mobile data is enabled
    • Try toggling WiFi off/on
    • Move closer to the WiFi router

  2. Restart Network Connection

    • Turn airplane mode on for 10 seconds, then off
    • Reconnect to WiFi or cellular network

  3. Check Network Status

    • Visit smartfall.app in a web browser to verify internet connectivity
    • Contact your internet provider if the website is unreachable

Account & Login Issues

Can't Log In

Problem: Forgot password or login not working.

Solutions:

  1. Password Reset

    • On the login page, click "Forgot Password"
    • Enter your email address
    • Check your email (and spam folder) for reset link
    • Click the link and set a new password

  2. Check Email Address

    • Verify you're entering the correct email (case-sensitive)
    • Ensure no extra spaces before/after email

  3. Account Locked

    • If you enter the wrong password 5 times, your account temporarily locks
    • Wait 15 minutes before trying again
    • Use password reset to unlock

  4. App Cache Issue

    • Go to Settings > Apps > SmartFall > Clear Cache
    • Log in again

Can't Add Caregiver

Problem: Caregiver invitations not working.

Solutions:

  1. Verify Email Address

    • Double-check the caregiver's email is spelled correctly
    • Ensure they have an active SmartFall account

  2. Check Email

    • Ask the caregiver to check their spam/junk folder
    • Request a new invitation if the first one wasn't received

  3. Verify Invitations

    • Go to Settings > Caregivers
    • Check the status of pending invitations
    • Resend if needed

Notification & Alert Issues

Not Receiving Emergency Alerts

Problem: Caregivers aren't getting fall alerts.

Solutions:

  1. Check Notification Settings (Patient)

    • Go to Settings > Notifications
    • Ensure all alerts are enabled
    • Check that device is set to visible/online status

  2. Check Phone Settings

    • Go to phone Settings > Notifications > SmartFall
    • Ensure notifications are allowed
    • Set to "Allow" not "Mute"

  3. Check Internet Connection

    • Ensure patient device has active internet connection
    • Fall alerts can't be sent without connectivity

  4. For Caregiver (Receiving Alerts)

    • Go to Settings > Alert Preferences
    • Ensure notification methods (SMS, Email, Push) are enabled
    • Check spam folder for emails

  5. Test System

    • Caregiver: Have patient press device emergency button
    • You should receive an instant notification
    • If not, check all settings above

Getting False Alarms

Problem: Device is detecting falls when no fall occurred.

Solutions:

  1. Verify Fall Detection Settings

    • Go to Settings > Device > Sensitivity
    • Lower sensitivity to reduce false positives
    • Note: This may reduce actual fall detection accuracy

  2. Check Device Placement

    • Ensure device is worn on wrist or as designed
    • Loose fitting or improper placement causes false detections

  3. Dismiss False Alarm

    • When alert appears, tap "Not a Fall" or "I'm OK"
    • This trains the system and prevents unnecessary caregiver alerts

Device Issues

Device Not Charging

Problem: Device won't charge.

Solutions:

  1. Check Charging Port

    • Look for dirt, lint, or debris in the charging port
    • Gently clean with a soft, dry brush or compressed air

  2. Try Different Cable

    • Use the original cable provided with your device
    • Try a different USB port on your charger
    • Connect directly to a wall outlet (not USB hub)

  3. LED Indicators

    • Red LED = charging
    • Green LED = fully charged
    • No LED = no power. Try a different outlet.

  4. Let It Charge

    • Connect for at least 30 minutes before giving up
    • Very depleted batteries take longer to charge

Battery Drains Quickly

Problem: Device battery doesn't last 7-10 days.

Solutions:

  1. Check Battery Usage

    • Go to Settings > Battery
    • Identify power-hungry features
    • Disable GPS or continuous heart rate monitoring if enabled

  2. Reduce Screen Usage

    • Lower screen brightness
    • Reduce screen timeout duration

  3. Close Background Apps

    • Ensure no processes are continuously running
    • Restart the device if not done recently

  4. Environmental Factors

    • Extremely cold weather reduces battery performance
    • Keep device at room temperature

  5. Battery Replacement

    • Battery degrades after ~2 years of use
    • Contact support for battery replacement service

Device Screen Cracked or Not Responding

Problem: Device screen is damaged or won't respond to touches.

Solutions:

  1. Soft Reset

    • Hold power button for 15 seconds
    • Device should restart
    • Check if screen responds

  2. Hard Reset (warning: erases data)

    • Hold power + volume down buttons for 20 seconds
    • Device resets to factory settings
    • Re-pair with your phone

  3. Physical Damage

    • If screen is cracked, contact support for replacement claim
    • Device has a limited warranty
    • Insurance may cover accidental damage

App Performance Issues

App Crashes or Freezes

Problem: The SmartFall app keeps crashing.

Solutions:

  1. Force Stop & Clear Cache

    • Go to Settings > Apps > SmartFall
    • Tap "Force Stop"
    • Go back and tap "Storage" > "Clear Cache"
    • Restart your phone

  2. Update the App

    • Open App Store (iOS) or Google Play (Android)
    • Search for SmartFall
    • If update is available, tap "Update"
    • Restart your phone after update

  3. Reinstall the App

    • Uninstall SmartFall completely
    • Restart phone
    • Go to App Store/Google Play
    • Search and reinstall SmartFall
    • Log in with your credentials

  4. Check Phone Storage

    • Go to Settings > Storage
    • If storage is >90% full, delete unused files/apps
    • Restart phone

  5. Free Up Phone Memory

    • Close other running apps
    • Restart your phone

App Runs Slowly

Problem: App is sluggish or slow to load.

Solutions:

  1. Reduce Background Processes

    • Close unnecessary apps
    • Disable auto-refresh if not needed

  2. Clear App Data

    • Go to Settings > Apps > SmartFall > Clear Cache
    • Note: This logs you out; you'll need to log in again

  3. Update Your Phone OS

    • Go to Settings > System > System Update
    • Install any available updates
    • Restart phone

  4. Reduce Data Usage

    • Go to Settings > Data Usage
    • Disable auto-sync for non-essential apps

Data & Sync Issues

Data Not Syncing

Problem: Health data not updating in the app.

Solutions:

  1. Check Internet Connection

    • Ensure strong WiFi or mobile connection
    • Try moving to different location

  2. Trigger Manual Sync

    • Go to Settings > Data
    • Tap "Sync Now" or refresh icon
    • Wait 30-60 seconds

  3. Restart the App

    • Close the app completely
    • Wait 10 seconds
    • Reopen the app

  4. Check Device Status

    • Ensure SmartFall device is paired and online
    • Device must be within range of phone

Emergency Contacts

Can't resolve your issue?

  • Email: support@smartfall.app
  • Phone: 1-800-FALL-911 (24/7 support)
  • In-App: Tap Settings > Help > Contact Support

For medical emergencies: Always call 911 immediately.

Last updated: March 2026. For the most current troubleshooting, visit our support portal.

Health Tips & Wellness

Tips and information for maintaining health and safety with SmartFall

On this page

Troubleshooting GuideConnectivity IssuesDevice Won't Connect to PhoneNo Internet ConnectionAccount & Login IssuesCan't Log InCan't Add CaregiverNotification & Alert IssuesNot Receiving Emergency AlertsGetting False AlarmsDevice IssuesDevice Not ChargingBattery Drains QuicklyDevice Screen Cracked or Not RespondingApp Performance IssuesApp Crashes or FreezesApp Runs SlowlyData & Sync IssuesData Not SyncingEmergency Contacts